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Information for those who work in customer service

People working in customer service meet immigrants in person, online or by phone. The time they can spend with a customer is often short. They can use interpretation services, plain language and versatile materials during the short encounter. You should keep the steps of face-to-face customer service in mind.
 

 

Interpretation and translation According to the Act on the Promotion of Immigrant Integration, authorities must ensure interpretation and translation services when needed. Customer service people must make sure that the customer understand matters related to them.
InfoFinland.fi InfoFinland is a multi-lingual website providing important information in one place for those planning to migrate to Finland or already living here. The website also serves the authorities in the dissemination of multi-lingual information.
Integration in Swedish The Act on the Promotion of Immigrant Integration gives immigrants the right to choose Swedish or Finnish as their primary integration language.
Plain language Materials written in a clear and plain manner are a good tool at the early stages of language learning when the person’s Finnish skills are not sufficient for understanding communications by authorities.
Multilingual materials Multilingual materials related to Finnish society and culture help integration. You can also use the materials in customer service and guidance.
Identifying and preventing harmful practices Customer service people should be aware of and identify harmful practices, such as human trafficking, close relation, “honour”-related violence and female genital mutilation.

News for those working at customer service

null Kotoutuminen.fi published as beta version

Kotoutuminen.fi published as beta version

Publication date 8.6.2021 10.56
News item

The website maintained by the Ministry of Economic Affairs and Employment’s Centre of Expertise in Immigrant Integration has undergone a redesign. At the same time, the Finnish name of the website has changed to kotoutuminen.fi. In connection with the redesign, the visual image of the centre of expertise was also revised. Kotoutuminen.fi is to be published as a beta version.

The aim of the redesign has been to improve the website’s usability, accessibility and timeliness. 

- In addition to a more user-friendly structure and a fresh visual identity, the new kotoutuminen.fi website will contain an abundance of new content that has clearer wording to support the work of actors involved in the integration and reception of refugees. The website’s updated Finnish name better describes the interactive nature of integration, explains Web Editor and Senior Communications Specialist Helena Torkko

Partner, please update your links during the summer

Kotoutuminen.fi has been published as a beta version Kotouttaminen.fi will continue to be available parallel to the new website until autumn, as the new site will be under construction throughout the summer. The old website will no longer be updated, and it is no longer worth linking to from other websites. The new website may still have shortcomings in language versions and other content at the time it is published.

Partners will have plenty of time over the summer to update any links that have up until now led to the old website. If you need a new website banner, these will be available at earliest in August at which time you can order one from [email protected].

A visual identity to support the Centre of Expertise's message

In connection with the website’s redesign, the visual identity of the Centre of Expertise will also be revised and the Finnish name of the centre will change. In addition to the website, the new look and name will be introduced gradually in all of the Centre of Expertise's communication channels, Twitter, Instagram, SlideShare, its YouTube channel and newsletter. The aim of the new visual identity will be to support the Centre of Expertise's communication and to better highlight content and actors. The main images on the kotoutuminen.fi website show professionals who work in the Moniheli organisation. The main colours are a fresh turquoise and modern petroleum blue. The appearance also better matches the visual image of the Ministry of Economic Affairs and Employment and is therefore easier to use together with the ministries materials. The visual image was designed by Sissy Oy.

- The cool-toned colours, clear font, accessible colour palette and the symbol that resembles the old image create an appropriate, modern and versatile look that supports the communication of the Centre of Expertise. 

Integration partnership platform to open in autumn 2021

The Ministry of Economic Affairs and Employment 's integration partnership programme has also been given its own visual identity. In the future, the contents of the partnership programme can be easily decerned from other centre of expertise contents due to its beautiful dark blue and flowery magenta colours. Otherwise, the colour palette and fonts will be the same. The visual identity of the partnership programme will be used in partnership programme communications. The visual image was already updated on the partnership programme’s @Kumppanuudessa account in spring 2021, and subscription for the partnership programme’s newsletter will soon be possible. 

A partnership platform or cooperation space will open in connection with kotoutuminen.fi for persons who work in the integration and reception of refugees. Logging in to the Integration Partnership Platform will be opened to key stakeholder and user groups during the summer, but actual cooperation and networking on the platform can only begin in the autumn.

Send feedback

Explore the kotoutuminen.fi website over the summer - we will update contents and translations to the site throughout the summer. If you notice any problems or shortcomings on the site, please submit feedback using the feedback form.

Read more:
Centre of Expertise in Immigrant Integration
About the site
Centre of Expertise in Immigrant Integration on Twitter @KOTOoske
Partnership programme to promote integration
Partnership programme on Twitter @Kumppanuudessa
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